Front Office Associate ( Female )

Job Description Front Office Assistant
Company: Pragati Resorts
Location: Hyderabad, Telangana
Department: Front Office
Designation: Front Office Assistant / Guest Service Associate
Reports To: Front Office Manager
Employment Type: Full-Time
Job Purpose
To provide a warm, professional and efficient welcome to guests and assist in the smooth day-to-day operation of the Front Office Department. The Front Office Assistant will handle guest check-in/check-out, reservations, guest queries, billing support and coordination with other departments to ensure an excellent guest experience.
Key Responsibilities
1. Guest Handling

• Welcome and greet guests in a courteous and professional manner.
• Assist guests during check-in and check-out.
• Verify guest details and required identification documents as per resort policy.
• Provide information about resort facilities, accommodation, restaurants, activities and services.
• Handle guest requests, queries and complaints professionally and promptly.
• Maintain a positive and friendly attitude throughout guest interactions.

2. Front Desk Operations

• Manage reception desk activities during the assigned shift.
• Prepare and maintain guest registration records.
• Allocate rooms and coordinate room readiness with Housekeeping.
• Issue room keys and provide necessary information to guests.
• Maintain Front Office logbooks, shift reports and other departmental records.
• Ensure proper handover of pending matters to the next shift.

3. Reservations & Room Management

• Assist with room reservations, modifications and cancellations.
• Check arrival and departure lists and prepare for expected guests.
• Coordinate special requests, VIP arrangements and guest preferences.
• Update room status in the PMS accurately.
• Coordinate with Reservations, Housekeeping and other departments for smooth room operations.

4. Billing & Cashiering

• Assist with guest billing and settlement procedures.
• Handle cash, card and digital payment transactions accurately.
• Maintain proper records of receipts, vouchers and other transactions.
• Assist with daily cashier closing and reconciliation as assigned.
• Follow all hotel/resort financial and cash-handling procedures.

5. Guest Service & Coordination

• Coordinate with Housekeeping, F&B, Security, Engineering and other departments to resolve guest requirements.
• Follow up on guest requests until they are satisfactorily completed.
• Assist guests with transportation arrangements and local information.
• Promote resort facilities, packages and additional services where appropriate.

6. Safety & Security

• Follow all resort safety, security and emergency procedures.
• Ensure guest information and records are handled confidentially.
• Report suspicious activities, incidents or guest safety concerns to the appropriate manager/security team.
• Follow Pragati Resorts' guest identification and check-in procedures.

Qualifications

• Diploma / Degree in Hotel Management, Hospitality Management or related field.
• Freshers may be considered.
• 2 years of Front Office experience in a hotel/resort will be an advantage.
• Basic computer knowledge is required.
• Knowledge of IDS,PMS / hotel software such as Opera will be an advantage.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Good spoken English; knowledge of Telugu and Hindi will be an advantage.
• Pleasant personality and professional grooming.
• Strong guest-service orientation.
• Good telephone etiquette.
• Basic numerical and billing skills.
• Ability to handle pressure and work in shifts.
• Problem-solving and complaint-handling skills.
• Team player with a positive attitude.
• Good attention to detail.

Personal Grooming Standards

• Well-groomed and professionally presented at all times.
• Clean and complete uniform.
• Good personal hygiene.
• Polite, confident and welcoming approach towards guests.

Key Performance Indicators (KPIs)

• Guest satisfaction and positive guest feedback.
• Accuracy of check-in/check-out and guest records.
• Accuracy in billing and cash handling.
• Timely resolution of guest requests and complaints.
• Proper coordination with other departments.
• Compliance with Front Office SOPs and resort standards.
• Punctuality, attendance and professional grooming.

Note: Pragati Resorts is located at Chilkuru Balaji Temple Road, Proddutur Village, Shankarpally Mandal, Ranga Reddy District, Hyderabad, and offers multiple accommodation categories, events, dining and leisure facilities, so the Front Office role should be prepared to handle both accommodation guests and resort